Putting it right
Bringing something back.
A grocery basket holds three different kinds of thing — food that spoils, food that keeps, and goods that are neither — and each one comes back to us differently. Here is which is which.
Last updated 8 August 2026
Changing your mind before we pack
Cancel or change the basket free of charge any time before we start picking it. Once it is packed and put aside with your name on it, chilled and frozen items have already left the cold chain, so those we cannot simply return to the shelf.
Check the basket before you leave
Look through it while you are still at the counter. Anything short, squashed or plainly not what you asked for is swapped on the spot. It takes a minute then and a trip back otherwise.
Fresh, chilled and frozen
Tell us the same day. If produce is off, meat smells wrong, or something frozen arrived soft, you get it replaced or refunded — and you do not have to bring it back for us to look at. Throw it away; we will take your word.
What we cannot do is take back fresh food that was fine when it left and has since sat out of a fridge. Once it is out of our hands we have no way to know how it was kept, and we will not resell food we cannot vouch for.
Cupboard goods and household items
Sealed, unopened and still in date: bring it back within fourteen days with the receipt or your order number and choose a refund or a swap. No restocking fee, and no need to explain yourself.
Opened packets we can only take back if there is something wrong with the product itself.
Things we cannot take back
- Food that was made or portioned specially to your order.
- Anything sold clearly marked as short-dated or reduced to clear, unless the fault is something other than the date.
- Items where the seal exists for hygiene reasons and has been broken.
Getting your money back
Refunds go back the way you paid, in full, with nothing deducted. If you would rather have it as credit on your next basket, say so and we will do that instead.
How to raise it
Message us from the contact page with your order number and what went wrong. A photograph helps and is never required. We answer the same day where we can.
You will not be argued with over small amounts. It costs us more to win that argument than to put it right.
Something here unclear?
Ask us in plain words and you will get a plain answer. Nothing on this page is meant to be a trap.
Message us